Friday, 18 March 2016

Future of Marketing Intelligence: Call Center Speech Analytics

With the expansion of Analytics, each sector is trying to utilize it to the fullest. By implementing analytics, the managers are able to identify the behaviors that lead to positive outcomes and also identify the problematic areas. Therefore, organizations must develop the best practices that can streamline the work. By applying this to the calls, customers can analyze the customer - agent interactions. So they can identify the most important factors and can even reduce the volume in maximum traffic hours. The advance speech analytics software not only means, evaluates and presents audio and textual data, but also collects information regarding reasons for calls, emotional nuances in a customer's voice and how well agents are addressing a customer's needs and expectations. This even helps them keep a check on their marketing strategies so that it can be altered for the better. These generate very meaningful insights for why a customer needs to contact the support centers and thus exposing the root cause. So this helps in decreasing the average call time and monitoring the resources spent. Read more at :

No comments:

Post a Comment